Senior Manager Case & Escalation Management

Athenahealth

Full-time - Manager

Remote

501-1,000 employees

Professional, Scientific, and Technical Services

About the position

The Revenue Cycle Case and Escalation Management (RCCEM) Manager plays a crucial role in resolving complex client issues within the healthcare sector. This position is responsible for leading the RCCEM team, ensuring effective case management, and driving improvements in service delivery. The manager will collaborate with various stakeholders to enhance client outcomes and maintain high standards of performance across operations.

Responsibilities

• Lead the case escalation team, supporting the Case Escalation & Management (CEM) program.
• Ensure visibility into cases and performance management, curating the issue management process.
• Foster strong collaborative partnerships across the stakeholder ecosystem, including Client Success and Product organizations.
• Advocate for changes to service delivery and product offerings by leveraging cross-functional partnerships.
• Develop and socialize comprehensive business cases to support RCCEM initiatives.
• Pursue opportunities to reduce case inflow and improve client sentiment through training and workflow improvements.
• Drive adherence to standardized issue reporting processes and provide case analysis for actionable insights.
• Oversee the single point of entry issue management system within Salesforce, ensuring quality and timely responses to client issues.

Requirements

• Medical billing or US healthcare experience, or ability to learn foundational concepts quickly.
• Strong analytical, communication, and organizational skills with attention to detail.
• Bachelor's degree or equivalent experience.
• Previous people leadership experience preferred.
• Demonstrated ability to lead and prioritize multiple projects simultaneously.
• Proven project management skills and experience working with cross-functional teams.
• Effective verbal and written communication skills.

Nice-to-haves

• Experience with athenahealth products and services.
• Understanding of medical terminology and EHRs.
• Comfortable with Excel and other business tools like Smartsheets and Google tools.

Benefits

• Health and financial benefits
• Commuter support
• Employee assistance programs
• Tuition assistance
• Employee resource groups
• Collaborative workspaces
• Flexible work-life balance options